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Blog: Customer Care

Recent Posts

3 Ways AI Makes Customer Support Training ‘Magical’

Ask any star athletes what’s the secret of their success and most likely it will be practice, coaching, and feedback. Yes, many have raw talent, but more do great on the field because they...

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5 Tried-and-True Tips for Staying on Top of Seasonal Surge Demands

Lost revenue. Employee burnout. Customer frustration and attrition. These are the business impacts of being unprepared for seasonal surges in customer demand. Seasonal surges range from the...

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Put the Customer Back in Customer Loyalty

“Your customers don’t need to be loyal—you need them to be loyal,” said Emily Collins, principal analyst at Forrester, at a recent Consumer Marketing forum: Beyond the...

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Improve IVR customer service by modernizing Your IVR

Think for just a minute back to the vehicles you have driven throughout your life. How has the dashboard and basic features changed through the years? The mid-1990s Ford Explorer that endured my...

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Evolving Customer Care for the Millennial Generation

Millennials are a force of nature in today’s marketplace. Supercharged with a sense of purpose, connectivity, and drive, they are bringing innovation and change into the workplace and...

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4 Ways to Rethink Health Insurance Open Enrollment

Every year, it costs more to convert fewer health insurance prospects. The current approach to open enrollment isn’t sustainable. Luckily for payers, the status quo isn’t the only...

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What It Takes to Be a CX Expert

The old saying, “Don’t talk the talk, if you can’t walk the walk,” has never been more relevant to the world of customer experience. According to Forrester 72 percent of...

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Employee Engagement Best Practices for Hypergrowth and Beyond

When leaders describe their vision for disrupting an industry, it often hinges on what that looks like for customers. It's about surprising and delighting them while making the experience...

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Can We Millennialize Insurance?

Millennials live a fast paced, connected, and instantly gratifying lifestyle. But they are also a passionate, socially conscious, and progressive group of individuals that can’t be put into a...

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Customer Experience Outsourcing: 5 signs you need it and 5 signs you don't

Not every company needs an outsourcing partner. As a customer experience outsourcing organization (CEOO), this seems like an antithetical statement. But with a track record of having developed and...

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